# Page 2 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Salesforce Service Cloud the right Service Dispatch solution for you? Explore 816 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/136189/Salesforce/reviews --- Salesforce Service Cloud 4.5 (816) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 2 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 26-50 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PD Patricia D. Client Serves Advocate Banking Used the software for: 1-2 years ### "A must for call centers " March 19, 2026 5.0 My overall experience with sales force service cloud was a positive one. It showed a tremendous amount of information so we could make the customer experience better and could handle the call efficiently. Pros What I liked most about salesforce service cloud was that any information that you needed to know about the customer was located in sales force and we didn’t have to navigate other systems. Cons Salesforce service cloud could be overwhelming when learning how to navigate around for the first time. There are many different ways to find out the industry so you would have to know the proper pathway. Review Source OD Olga D. Pharmacist Hospital & Health Care Used the software for: 2+ years ### "Experienced professional user " January 15, 2026 4.0 Overall it's a great system for completing comprehensive medication reviews efficiently, however, there is room for improvement. Pros It is reliable and able to store a vast amount of information for high volume of patients and offers great scheduling feature. Cons I don't like how it's inefficient in the way it displays information where it's not customizable enough for only focusing on essential info without scrolling and switching tabs. Switched from [RingCentral Engage Voice](https://www.capterra.com/p/242187/RingCentral-Engage-Voice/) The company I work for decided to make the switch to streamline services. Review Source AL Alex L. Senior associate Banking Used the software for: 2+ years ### "Salesforce in finance" September 4, 2025 5.0 Our workplace utilizes salesforce for client tracking and profiling. It’s very useful in data collection Pros Salesforce Service Cloud is a powerful, enterprise-grade platform that excels in security, ticket management, call management, and integration with sales processes. Its robust features and scalability make it ideal for medium-to-large businesses, but the high cost, complexity, and steep learning curve can be barriers for smaller organizations. Cons Customer support is adequate but limited for lower-tier plans, and occasional bugs may require technical expertise to resolve. For businesses seeking a comprehensive, customizable CRM with strong omnichannel capabilities, Service Cloud offers significant value, provided they can manage the investment and setup challenges. Review Source HB Holly B. Resolution specialists Alternative Dispute Resolution Used the software for: 6-12 months ### "Salesforce integration saves time all around. " February 14, 2026 5.0 It has been enjoyable and so streamlined. It makes the agent and customer experience consistent and quick. Pros It is omnichannel functionality and has Einstein AI enabled tools to regulate conversations and interact with warm tones. Cons Nothing. It streamlines the whole customer journey from initial contact through the preferred channels to support cases. Review Source RR Riley R. Legal project analyst Law Practice Used the software for: 1-2 years ### "Salesforce service cloud review" February 27, 2026 5.0 Overall, my experience has been positive. Once everything was set up and the team got comfortable with it, the platform became a reliable and powerful system for managing support Pros I really liked being able to see the full customer history alongside active cases, emails, and chats. It made conversations feel more informed and personal. The automation features were also a big plus. Cons The biggest challenge is how overwhelming it can feel at the beginning. There are so many features and settings that it takes time to understand what you actually need. Without proper training or a dedicated admin, it is easy to miss out on useful functionality. Review Source JS Joshua S. Senior Learning Facilitator Hospital & Health Care Used the software for: 2+ years ### "Salesforce Experience" May 21, 2025 5.0 Overall, my experience with Salesforce has been amazing and love how much potential uses for all of the features it houses. Pros Salesforce is amazing because it allows you to create multiple actions all under 1 windows tab. It is also amazing how it has integrated AI functionality to be utilized to house knowledge material and can recommend these resources to you in real time based on the cases you create within your interaction. Cons With AI being so new, there are many times when the Salesforce system misses the mark and does not provide the suggested material needed to navigate and sometimes provides incorrect information. Review Source VM VINCE M. Director of Maintenance Hospitality Used the software for: 2+ years ### "Great platform and Easy to use." March 20, 2026 5.0 Salesforce Service Cloud proved to be very useful for our business and enjoyed being able to customize as needed. Pros Ease of use and the basically unlimited customization that is possible. We were able to tweak the software to do exactly what we needed it to do. Cons Sometimes support was not the fastest and certain functions were not the most user friendly. Overall the pros outweighed the cons though. Review Source VR Verified Reviewer Digital asset manager Entertainment Used the software for: 1-2 years ### "Making Sales or Forcing Sales: Salesforce" March 18, 2026 2.0 Overall, I'm likely to leave Salesforce due to how AI has pushed out everything I had appreciated about ti before. It still feels unnatural and even unhelpful. Pros I like that Salesforce feels like a dedicated customer service system with features to maintain a steady backlog of archived tickets and correct problems. Cons Now, I dislike their overreliance on AI agents when in the past, it never needed it. This feels unnecessary and overbearing more than ever. Review Source AA Aditya A. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Reliable backbone for our daily Ops" April 24, 2025 5.0 Keeping customer records safe and accessible across teams, whether in the office or working remotely, has been made possible with the help of Google Cloud. That kind of constancy ensures I’m able to respond more quickly and accurately, which directly impacts how seamless the customer experience is. Pros Google Cloud is the stability and speed with which it handles our daily backend tasks. Our customer database, shared docs and even the support ticket system are all services hooked in to Google Cloud and they’re all up most of the time. That reliability is a big deal when you’re trying to help customers in real time. Cons It gets too technical, you are trying to fix something without IT. If a setting or permission needs to be changed, I have to wait for the tech team to jump in sometimes. Also, the billing dashboard isn’t the most straightforward to interpret. Review Source LMW Lwin Mar W. Marketing Director Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Salesforce Service Cloud Is Reliable and Accurate to Use" August 4, 2025 5.0 Pros Salesforce Service Cloud is the most reliable and accurate customer service tool. It is incredible when it comes to ticket management and call management. Salesforce Service Cloud gives us value for money. Cons Salesforce Service Cloud has an impressive interface. I do not dislike Salesforce Service Cloud at all. Review Source JP Jessica P. Team Leader Insurance Used the software for: 2+ years ### "Love Salesforce" July 3, 2025 5.0 I love it! Use it daily for 4+ years. I've witnessed its progression in advancement first hand and im impressed. It has certainly made a number of jobs easier. Pros I like that Salesforce contains all of the resources a call center may need. It has recently incorperated ChatGPT with have fundamentally changed the focus when taking calls. Cons I think it can be overwhelming because it does offer alot of features. It also glitches quite often from overload. Review Source AM Andrea M. IT manager Apparel & Fashion Used the software for: 1-2 years ### "Leader nel CRM" December 11, 2025 5.0 Utilizzato in azienda per la gestione del CRM è stato molto utile per aiutare il team interno ad aumentare le loro performance lavoratice Pros facilità di implementazione semplicità nell'utilizzo delle dashboard facilità di integrazione con software terzi Cons al momento non ci sono punti negativi trovati su questa piattaforma. C'è un alto costo di manutenzione Review Source OB Oscar B. Admin. Sistemas Leisure, Travel & Tourism Used the software for: 2+ years ### "Salesforce Service Cloud" December 28, 2024 5.0 Buena experiencia en general, pero le faltaría simplicidad o facilitar la gestión de algunos modulos. Pros Ofrece muchas soluciones cloud dentro el mismo servicio, desde gestionar ventas, helpdesk, proyectos...es muy potente y personalizable. Cons Es un producto demasiado complejo debido a su gran potencial y no es facil su gestión o mejor dicho exprimir todos los recursos que ofrece. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Salesforce Service Cloud Porque es lider en el mercado y ofrece todas las posibilidades a nivel de CRM. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Al anterior producto le faltaban funciones y se quedaba pequeño Review Source JS Jelfry S. Sales agent Entertainment Used the software for: 1-2 years ### "Salesforce for better customer experience" February 26, 2025 5.0 Overall the experience has been great besides the few inconvenience we had at the beginning. With the possibility of handling 2 chats or more at the same time the waiting queue time has decreased for our customer, that was one of our first goals. Pros The way it has changed how we interact with our customers, thw shortcuts has made 50% of the work faster and more efficient since we can manage to answer more than 2 chats ate the same time. While you need to switch between chats windows and at the same time answer to the customers with accurate and personalized answers the shortcuts will be your best friends. Cons At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our customers and for us too. Switched from [Live Agent](https://www.capterra.com/p/274831/Live-Agent/) To improve the interaction between our agents and customers Review Source VR Verified Reviewer Prinicpal Test Engineer Computer Software Used the software for: 2+ years ### "One of the powerful tool to use" February 18, 2025 4.0 Salesforce is very powerfull tool one company can have to improve there productivity and increase the effectiveness and help you with audits and meeting QMS standards Pros Easy to use, do the job as per QMS system. customising the sales force is very helpfull. Cons \-Scripting ability -customisation of workflow -Trainings tests. Review Source DC Drew C. Salesforce Application Administrator Banking Used the software for: 2+ years ### "Great product, gives full customer information in one place" February 14, 2025 5.0 Pros Easy to navigate. There’s multiple ways to route cases, able to build out teams to handle work the cases. Console apps make it easy to access all information in one easy to navigate location. Cons Can take a little time for users to get used to the interface. Review Source ZG Zachariah G. Inventory control specialist Transportation/Trucking/Railroad Used the software for: 2+ years ### "Open and shut cases in a matter of minutes!!" May 8, 2025 5.0 It has been a very great experience, and my cases have been solved very quickly, and I thank this software for that. Pros I really enjoy the fast response times, there is no delay in getting a message from customer service agents, the responses come in real time. Cons I cannot recall if there is a transcript save option. If there is not I definitely think there should be a way to set it up so once a case is closed an automatic email would send to your work email with the transcription. Review Source CF Céline F. Responsable de compte Hospital & Health Care Used the software for: 2+ years ### "CRM au top" May 14, 2025 5.0 J'utilise salesforce depuis quelques années maintenant et c'est un très bon CRM Pros Salesforce est un logiciel très complet qui permet de suivre énormément de KPI sur un seul et même outil ce qui est appréciable Cons L'inconvénient est seulement moi qu'il présente pas mal de beug tellement il est rempli de données, car nous pouvons suivre de nombreux dashs en même temps Review Source CJ Céline J. Social Media Manager Utilities Used the software for: 1-2 years ### "Its interface is incredible" March 28, 2026 4.0 Pros I like that its interface provides a very clear view of what you're doing. Its features are really robust and it evolves very quickly. Cons Salesforce is expensive and has a steep learning curve. It often has bugs that are really annoying, possibly due to overload. Review Source BV Brenda V. Broker Coordinator Health, Wellness and Fitness Used the software for: 1-2 years ### "Great Tool" May 6, 2025 5.0 We considered the organization's size, budget, and technical capabilities when we decided that Salesforce Service Cloud was the right fit. Pros Salesforce Service Cloud is a great solution for businesses looking to optimize their customer service operations. Cons There is nothing absolutely nothing to dislike about Salesforce Service Cloud. I seriously enjoy using it everyday Review Source GA Gabriel A. Sales Engineer Information Technology and Services Used the software for: 1-2 years ### "Outstanding customer service experience for clients & efficient console for agents" March 5, 2025 5.0 Use Salesforce Service Cloud to deliver a great customer service for clients on the customer website & provide a great tools for agents to close more cases to improve the customer satisfaction Pros \- Great multi-channel customer service tool (email, phone, chat, community) - Great CTI (Phone integration) with different providers like Five9 - Intelligent interface for agents to optimize their work with recommendations - Agile knowledge management system to manage Knowledge base / FAQ Cons \- it can be a bit complicated to personalize the workspaces / workflows of the agents Review Source PK Paris K. Customer Experience Representative Health, Wellness and Fitness Used the software for: 1-2 years ### "Salesforce " June 4, 2025 5.0 Pros Sales force is pretty easy to navigate. And it also depends on what you’re doing. Creating interactions are easy to create also. Cons It gets laggy, disconnects and it can barely respond and also has IP connection issues. But that is pretty much it. Review Source VR Verified Reviewer Software Engineer Information Technology and Services Used the software for: 6-12 months ### "Empower Customers with Self Service Tools for Greater Satisfaction" January 4, 2025 4.0 It's Excellent experience with Salesforce self service portals which allow our customers to resolve issues on their own, which saves time and reduces the workload on our support team significantly. Pros AI bots like Agentforce handle routine inquiries task automatically which saves our time and increase customers satisfaction. Cons Some of the more advanced features are only available in the higher-priced plans. Review Source KG KAREN G. Consultant Information Services Used the software for: 2+ years ### "Flexible platform" March 9, 2025 5.0 My experience with Salesforce has been a very good one. I have used it in multiple different locations and enjoyed the diversity of the product. Pros We have used Salesforce for quite some time to manage our sales calls and documenting leads Cons I do not feel like there was anything that I disliked about it. It was very easy to learn and very easy to teach Review Source YG Yoel G. Sales Manager Publishing Used the software for: 6-12 months ### "Amazing experience! " April 5, 2025 5.0 My overall experience with Salesforce Service Cloud was very positive. It’s a powerful and reliable tool that helped streamline customer service operations and improve response times. Pros What I liked the most about Salesforce Service Cloud was how centralized and customizable the platform is. It allows for a full view of the customer journey, and the automation tools Cons Cons: What did you like least about Salesforce Service Cloud? What I liked least about Salesforce Service Cloud is that it can feel overwhelming at first due to its complexity and the number of features available Review Source Talk to a Capterra advisor for free and get results within 15 minutes.